In CSM/FSM Configurable Workspace, agents may want to create Knowledge Articles directly from the Chrome tab. While this can be configured using the chrome_tab page property, the modal does not close properly when users click Cancel or Create Article.
This article explains how to configure the Chrome tab and modify the template selector modal so that the tab closes correctly.
1. Go to the sys_ux_page_property table.
2. Open the chrome_tab property record in CSM/FSM Configurable workspace page.
3. Add the following code to the value field in the property:
{
"label": {
"translatable": true,
"message": "New Article"
},
"routeInfo": {
"route":
"kb_template_selector_modal",
"fields": {
"table": "kb_knowledge"
},
"multiInstField": "sysId"
},
"condition": {
"tableDescription": {
"table": "kb_knowledge",
"canCreate": true
},
"plugin": "com.snc.uib.csm_agent_workspace"
}
}
4. After adding this configuration, a "New Article" Chrome tab will be created.
5. However, if you click Cancel or Create Article, the tab will not close automatically. To fix this, we need to modify the kb_template_selector_modal page.
6. Go to UI Builder and open CSM/FSM Configurable workspace.
7. Open Knowledge Article Template Selector Modal Page and duplicate it.
8. Provide the table name as kb_knowledge in the Test Values section.
9. In the Body, go to the Events tab and add a Dispatched Event.
10. Open the Close modal client script and change it to following script:
var closePayload = {
status: "closed"
};
helpers.modal.close();
api.emit("SCREEN_STATUS_CHANGED", closePayload);
11. Open the Open record and close modal client script and change it to following script:
var redirectPayload = {
redirect: true,
route: "record",
title: "Create Knowledge",
target: "current",
fields: {
table: api.state.template,
sysId: "-1"
},
params: {
query: api.state.query
}
};
var closePayload = {
status: "closed"
};
api.emit("NAV_ITEM_SELECTED", redirectPayload);
helpers.timing.setTimeout(() => {
helpers.modal.close();
api.emit("SCREEN_STATUS_CHANGED", closePayload);
}, 300);
12. Save the page. In the Settings tab, ensure that the duplicated page has a lower order so that it is used instead of the original page.
13. Now, when you click Cancel, the page will close. When you click Create Article, the modal will close and the Knowledge Article record will open using the selected template, with the selected Knowledge Base automatically populated.
